Customer Care Assistant Manager – Donaldson’s Vets, Huddersfield, West Yorks

Donaldson’s vets are a long standing independent veterinary group located in West Yorkshire, with 6 branch practices and a purpose-built hospital based in Huddersfield.

The role would be responsible for maintaining the high standards of Customer Care within Donaldson’s Vets, directly assisting and reporting to the Customer Care Manager in any areas required to ensure responsive and professional communication, coordination, and delivering excellent customer care, whilst implementing Company policy and Industry regulations.

Duties and Responsibilities

  • Assisting with the smooth running of customer relations within the company, including assisting the Senior Reception team, debt control advice, reviewing and actioning any phone calls whilst giving feedback to staff involved, and identifying areas of development whilst supporting the reception team.
  • Complaint management acting as a point of contact, investigator, VDS liaison, intermediatory and communicating final decisions.
  • Assisting in the management of the reception team, including observation and support, adherence to and completion of paperwork, updating information, corroborating and approving rotas and timesheets, absence management, assisting in delivering new processes, and onsite branch visits.
  • Promotion and development of our customer experience through social media updates, Petsapp, and company promotions.
  • Crosschecking, updating, and generating complaints tracker, call stats, debt call spreadsheets, and data mining for regular reports.
  • Identifying, developing, and implementing customer care training needs, whilst allocating and maintaining reception training levels through colourful CPD
  • The onboarding journey from analysis of staffing levels to induction and observation.
  • Assisting in achieving the Practice Standards Scheme.
  • The ability to build relationships across all departments in the company.
  • Travel between sites will be required.

Salary: £22,000 to £24,000 DOE
Hours: 30 hours, Monday to Friday 10am until 4pm.
Holidays: 31 days (including public holidays)
Job type: Permanent part-time.

The ideal candidate must be able to multitask, manage a demanding caseload and problem solve whilst maintaining an eye for detail and excellent communication and interpersonal skills. It is important that the candidate can build relationships whist under pressure and maintain the professional standards required from Donaldson’s Vets.

Experience in the veterinary field, and knowledge of veterinary standards and regulations is essential.

Qualifications such as Registered Veterinary Nurse with management or leadership experience would be preferred but not essential.

A full driving licence is required.

This job description is intended as a basic guide to the duties and responsibilities, it will be subject to regular review and amendment.

Additional benefits include: 31 holiday days (including bank holidays), employer contribution pension scheme, company sick pay scheme, staff discount scheme, CPD allowance, enhanced maternity pay, employee assistance programme, RCVS and VDS fees paid, salary sacrifice scheme and cycle to work scheme.

Donaldson’s vets are dedicated to diversity and inclusion and support mental health awareness.

To apply for the position please send your CV with a cover letter to: joanne.findlay@donaldsonsvets.co.uk

Closing date: 28th March 2024

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